Patient Co-ordinator

• First point of contact for patients contacting the surgery
• Ensure that all reception duties and tasks are carried out in an effective, efficient and professional manner in line with the practices guidelines, procedures and protocols
• Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice
• Undertake general office and reception duties including front desk, telephone and email.
• Liaise with outside agencies
• Support colleagues and be a team player
• Respect confidentiality and data protection rules
• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way

• Deal with all general enquiries efficiently and courteously and when necessary in private. Explain procedures and make new and follow-up appointments by booking, cancelling and rearranging appointments
• Answering phones in a timely manner
• Processing telephone requests and in person requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
• Opening post and allocating documents as per practice protocols and processes.
• Dealing with prescriptions requests within the timeframe standard set.
• Liaising with local hospitals, pharmacies and other health care professionals as required
• Take messages, ensuring accuracy of detail and prompt appropriate delivery
• Daily management of tasks and patient notes
• Chasing up results for patients and dealing with urgent results for the GPs
• Printing blood forms and completion of any other forms as necessary
• Chaperoning patients as and when required
• Safely handling / processing samples received from patients following practice protocols
• Attending mandatory training sessions
• Accept payment and issue receipts for relevant charges for private (non General Medical Services) services
• Provide support in achieving the Practice Targets such as QOF
• Maintaining full familiarity of the appointment system and request training where necessary
• Registering new patients within the timeframe standard set.
• Maintaining patient records up to date mainly contact numbers and address within timeframe as prescribed by the practices policy
• Cover reception front of house namely checking in patient for clinics and dealing with any requests whilst adopting relevant triaging protocol
• Dealing with any queries from clinicians in a timely manner
• Attending team meetings
• Ensure adequate amount of forms/documents are maintained at the front desk for an efficient front desk customer care process
• Ensure doors are locked at end of closing shifts
• Any other duties considered appropriate to the role.

• Deal with all general enquiries efficiently and courteously and when necessary in private. Explain procedures and make new and follow-up appointments by booking, cancelling and rearranging appointments
• Answering phones in a timely manner
• Processing telephone requests and in person requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
• Opening post and allocating documents as per practice protocols and processes.
• Dealing with prescriptions requests within the timeframe standard set.
• Liaising with local hospitals, pharmacies and other health care professionals as required
• Take messages, ensuring accuracy of detail and prompt appropriate delivery
• Daily management of tasks and patient notes
• Chasing up results for patients and dealing with urgent results for the GPs
• Printing blood forms and completion of any other forms as necessary
• Chaperoning patients as and when required
• Safely handling / processing samples received from patients following practice protocols
• Attending mandatory training sessions
• Accept payment and issue receipts for relevant charges for private (non General Medical Services) services
• Provide support in achieving the Practice Targets such as QOF
• Maintaining full familiarity of the appointment system and request training where necessary
• Registering new patients within the timeframe standard set.
• Maintaining patient records up to date mainly contact numbers and address within timeframe as prescribed by the practices policy
• Cover reception front of house namely checking in patient for clinics and dealing with any requests whilst adopting relevant triaging protocol
• Dealing with any queries from clinicians in a timely manner
• Attending team meetings
• Ensure adequate amount of forms/documents are maintained at the front desk for an efficient front desk customer care process
• Ensure doors are locked at end of closing shifts
• Any other duties considered appropriate to the role.

• Experience in patient/customer care
• Experience working in an office environment
• Basic IT knowledge and experience including carrying out basic internet navigation
• Experience of data entry.
• Knowledge and experience of using Microsoft Office Word, Excel, Outlook

• Experience of working in primary care or a GP practice

• Essential
• GCSE grade A to C in English and Maths
• IT skills

• Excellent communication skills (written and oral)
• Competent IT skills
• Clear, polite telephone manner
• Confident in use of MS Office
• Effective time management
• Ability to work as a team and autonomously
• Good interpersonal skills
• Flexible and cooperative
• Ability to work under pressure
• Ability to prioritise workload

• Experience in patient/customer care
• Experience working in an office environment
• Basic IT knowledge and experience including carrying out basic internet navigation
• Experience of data entry.
• Knowledge and experience of using Microsoft Office Word, Excel, Outlook

• Experience of working in primary care or a GP practice

• Essential
• GCSE grade A to C in English and Maths
• IT skills

• Excellent communication skills (written and oral)
• Competent IT skills
• Clear, polite telephone manner
• Confident in use of MS Office
• Effective time management
• Ability to work as a team and autonomously
• Good interpersonal skills
• Flexible and cooperative
• Ability to work under pressure
• Ability to prioritise workload

NHS